Customer support teams are handling more conversations than ever, but simply adding more people to the support team isn’t a sustainable way to scale.

What if AI could work less like a chatbot and more like an actual support team—handling routine questions, understanding customer context, investigating complex issues, and bringing in humans when their expertise is needed?

In this session, Yoshi Bansal and Abhinaya Mahendran will explore how AI and Slack can come together to create a support workflow that combines self-service, intelligent escalation, human collaboration, and continuous learning.

You’ll see how customers can get answers from your existing knowledge base without waiting for an agent. When a question goes beyond what AI can confidently resolve, it can be escalated directly to the support team in Slack—with the conversation and relevant context intact. Your team can then investigate, collaborate, and resolve the issue without switching between multiple tools.

What You'll Learn

• How AI can power self-serve customer support.
• How to seamlessly escalate complex issues into Slack with full context.
• How specialized AI agents can collaborate to investigate and resolve issues.
• When AI should act independently and when humans should step in.
• How resolved conversations can become reusable knowledge.
• How to scale support without proportionally increasing headcount.

Perfect For

• Customer Support & CX Leaders
• Support Operations Teams
• Customer Success Leaders
• Support & Service Desk Managers
• Operations Leaders exploring AI automation